In its latest research, Forrester reveals how Customer experience (CX) improvements drive revenue growth by creating loyal customers. The findings highlight that a single point improvement in a retail bank’s CX Index score could result in $124 million in increased revenue. These findings strengthen our conviction that fast, accurate and friendly customer service delivered as part of a unified banking experience across every interaction is a business imperative for banks. In fact, the banking landscape has changed considerably over the past few years, and capabilities such as big data, predictive analytics and personalization have gone from early-adopter novelties to main-stream essentials, enabling banks to deliver superior experiences across physical (e.g. branches, ATMs, phone) and digital (e.g. online, mobile) channels.

In the infographic below, we round up 7 eye-opening statistics proving that customer experience is a business imperative for banks:

Silky Sinha

Silky Sinha

She is the customer experience analyst at Compunnel Digital. A digital native with a global mandate, Silky is always on the search for industry best practices across multiple verticals. She identifies companies with superior customer experience based on the Compunnel Digital Customer Journey Framework. Her research helps our clients and informs the market at large.


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